Ear Doctors Microsuction Clinic UK Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture
This is the first inspection for this service since its registration with CQC. This key question has been rated as outstanding.
 

This service scored 93 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service had a very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their communities. All staff had contributed to the development of the practice vision and strategy which was kept under regular review.
Staff were trained and were given protected time to complete mandatory training modules. The staff had regular meetings and all aspects of the service were discussed and new ideas were suggested and welcomed.
 

The service had exceptionally inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They always did so with integrity, openness and honesty.
The leader was open to criticism and allowed the staff to speak freely and openly and would listen and take on board comments from staff. Suggestions put forward by staff to the challenge the way things were being done were listened to by the leader. The leader held regular staff meetings and treated the staff with dignity and respect.
 

The service fostered a positive culture where people felt they could speak up and their voice would be heard. Staff were aware of how to raise concerns and told us that these concerns would be listened too and acted upon.

The service strongly valued diversity in their workforce. They had an inclusive and fair culture which had improved equality and equity for people who work for them.
Policies and procedures to promote diversity and equality were in place. Staff had undertaken appropriate training at all levels.
 

The service had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support.
Staff we spoke with were clear on their individual roles and responsibilities. The service manager met with staff regularly to complete appraisals and performance reviews. The provider had established governance processes that were appropriate for their service. Staff could access all required policies and procedures. Any actions arising from these meetings were recorded and acted upon. Staff took patient confidentiality and information security seriously.
 

The service clearly understood and carried out their duty to collaborate and work in partnership, and services worked seamlessly for people.
The provider worked with local community groups to offer the services at a reduce or no cost to individuals. The service is in an area of high deprivation and is within the worst 5% nationally. The provider being able to offer this service at a reduced cost to people give’s access to those who may not otherwise be able to afford treatment.
 

The service focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contribute to safe, effective practice and research. The owner of the service works as a specialist within Ear, Nose and Throat within the NHS and is able to bring learning and innovation into the service.